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Technical Coach Professional
Technical Coach Professional
Req ID: 60305
Job Function: HR
Posting Dates:
- Start: 02/07/2026
- End: 15/07/2026 (Updated: Posting dated 03/07/2026)
Division: UK Business Location: Belfast, GBR - Riverside Tower Salary: Competitive package + excellent benefits
About the Role
The Technical Coach sits within the Learning and Development team,Supporting Managed Customer Service Operations by developing colleagues through coaching, technical training, and performance support.
In partnership with first-line engineers, apprentices, and new entrants, this role enhances:
- Technical capability to meet service excellence
- Knowledge and confidence for high-quality customer outcomes
- Embedding best practice across the service desk
Direct impact on business performance includes:
- Faster colleague onboarding and ramp-up time
- Improved service desk capability and operational metrics
- Alignment with customer experience, service levels, incidence response, and first-time resolution targets
The role fires best-practice learning, leveraging structured coaching, knowledge management, and tailored interventions, to accelerate productivity while fostering continuous development.
Key Collaboration Areas:
- Operational leaders (identifying capability gaps and initiating learning strategies)
- Subject matter experts (co-designing solutions to close skill gaps)
- Managed Services (embedding a culture of deep learning and performance)
Guidance for evolving customer demands and business priorities aligns with BT’s strategic vision for customer-centric excellence and operational innovation.
What You’ll Be Doing
Training & Development:
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Design, coordinate, and deliver onboarding, technical training, and upskilling programmes for service desk engineers, apprentices, new joiners, and cross-functional stakeholders.
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Coach colleagues in ITIL-aligned processes across:
- Incident management
- Service request fulfilment
- Triage techniques
- Service desk best practices
Performance Coaching & Support:
- Enhance operational performance through:
- Floor-walking & side-by-side interactive coaching
- Call/listening sessions to refine service excellence
- One-on-one interventions based on performance data
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Content Creation & Documentation:
- Develop and maintain quality learning materials, including:
- Knowledge articles
- Runbooks
- Process documentation to support role continuity
Tool & Process Mastery:
- Ensure service desks utilise tools effectively (ServiceNow, Remedy, and/or equivalent).
Relationships & Continuous Improvement:
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Partner with team leaders, managers, and SMEs to align learning gaps with business needs.
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Analyse operational performance data to track impact and enhance coaching strategies.
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Align training with business priorities — supporting customer-centric reach, reliability, and operational objectives.
Cultural Leadership:
- Cultivate a learning-first mindset through:
- Proactive knowledge-sharing initiatives
- Interdisciplinary collaboration across Managed Services
Essential Skills and Experience
Technical & Coaching Fundamental
- Proven coaching/training experience within service desk, IT support, or operational environments.
- Strong grasp of service desk fundamentals, including:
- Incident triage
- Service request management
- Customer support best practices (both procedural and behavioural)
Communication & Facilitation Expertise
- Ability to simplify complex technical concepts into practical guidance, tailored to different learning styles.
Desirable Qualifications
Specialised Tools/Frameworks
- Familiarity with ITIL frameworks and service management tool ecosystems (e.g., ServiceNow, RemedyMSP).
Content Development Proficiency
- Experience creating informative learning content, such as:
- Step-by-step guides
- Knowledge articles
- Procedural documents
Regulated/Managed Services Exposure
- Background working within secure, regulated, or high-impact environments to ensure transferable learning success.
Our Value Proposition: Compelling Package
Core Benefits – Thoughtfully Bespoke:
- 10% on target bonus against annual objectives
- Exclusive online GP access for you and immediate family (24/7)
- Market-leading paid carers’ leave (up to 2 weeks)
- Equalised parental leave (18 weeks full pay + 8 weeks half pay)
- Elevated support for family medical and healthcare needs
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Cost-Saving Advantages:
- Discounted BT and EE products (broadband, mobile)
- Extensive incentives through today’s leading telecom/housing brands
Wellbeing Focus:
- Generous pension contributions (5% employee matched + 10% employer)
Tailored Perks:
- Additional flexible benefits upon joining, including:
- Health insurance
- Dental protection plans
- Premium hybrid/hours-based workforce discounts
About BT Group
** Britsh Telecommunications plc (**commonly known as BT Group) is the UK’s leading communications company, operating via recognisable consumer-supported brands, from BT, EE, and Openreach to Plusnet.
Purpose-Driven Vision: Connecting for good
Membership to Market Changers:
Customers include consumers, public-sector bodies, SMEs, and Fortune 500s.
At the heart of transformation:
- Operational simplification
- AI-driven productivity enhancements
- Structural realignment to deliver better innovation & incremental value.
As a Group, BT Group:
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Shapes Macro strategy & transformation leveraging insights.
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Merges diverse revenue channels for integrated relevance.
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Aligns purpose across BT’s in-depth portfolio:
Customer experience is both priority and consequence
Culture and Opportunity
BT Group fosters a uniquely unified culture:
- Customer-first imperative
- Commitment-feeding clarity
- Connected relationship integrity
This philosophy binds:
- Colleagues
- Customers
- Stakeholders
- National significance
Joining BT Group unlocks impact:
- Influence over critical decisions
- Reshaping the communication backbone of the UK
- Meaningful career growth in one of the country’s most influential companies.
To explore beyond branding, insight into operational strategy, and a commitment to sustainable growth—join us and help deliver the future of Britain’s faultless connectivity.
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